Junior Research Symposia
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Item The Impact of Organizational Citizenship Behavior on Customer Loyalty: A Study of Employees in South Asia Textile (Pvt) Limited(5th HRM Student Research Symposium 2018, Department of Human Resource Management, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2018) Wijayasinghe, M. P.; Dharshani, R. K. N. D.The main purpose of this study is to identify the impact of employee organizational citizenship behavior on customer loyalty in South Asia Textile (Pvt) Ltd. The study utilized a quantitative methods and it is cross-sectional study. This is an explanatory research and survey technique is followed. Standard questionnaire was used to collect data. To analyze data SPSS (Statistical Package for the Social Science) was used. Pearson correlation and multiple regression analysis were used as analytical tools. Findings revealed that there is a positive relationship between employee organizational citizenship behavior and customer loyalty. Further, regression analysis showed that there is a minimum impact on organizational citizenship behavior on customer loyalty. The study helps to identify the areas of what are the most facilitating components for the customer loyalty in order to increase their loyaltyItem The Impact of Customers’ Perceived Level of Employee Diversity on the Customers’ Loyalty at Regional Development Bank(5th HRM Student Research Symposium 2018, Department of Human Resource Management, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2018) Chathuranga, W. J. L. I.; Devadas, U. M.This study mainly discover about The Impact of Customers’ Perceived Level of Employee Diversity on the Customers’ Loyalty at Regional Development Bank. In here researcher consider four diversity characters of employee i.e. Diversity of Age, Diversity of Gender, and Diversity of Language & Diversity of Nationality. The main objective of this study is to identify the impact of employee diversity on the customer loyalty in banking sector organization. Researcher used standard questionnaire for data collection. 100 Regional Development Bank customers represent as a research sample from five Regional Development Bank branches. Then researcher data analyzed descriptively using Frequencies, Tables & figures. Outcome of this study is that there is a Positive Impact of Customers’ Perceived Level of Employee Diversity on the Customers’ Loyalty at Regional Development Bank. Finally, researcher recommended that Banks’ top management must take decision about increasing employee diversity in the bank as it helps to achieve organization goals and objectives, increase business profitability level & utilizing competitive advantagesItem A Study on Assessing the Factors and Extent of Brand Loyalty in Sri Lankan Decorative Paint Industry(Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Liyanage, T.H.; Fernando, P.M.P.The number of decorative paint companies in the Sri Lankan market is increasing and similar to that the customer demand is also increasing. Today this particular industry has become one of the profitable industries in Sri Lanka. According to the comprehensive literature review carried out, it was noted that 95% of market share has been captured by seven companies out of the 60 brands. This research study was a step towards understanding the factors affecting to brand loyalty and the extent of the loyalty in the decorative paint industry in Sri Lanka. Consistent with the objectives the research questions were set. The hypothesis were based on selected independent factors from literature review. The research approach was consist of quantitative data and the main data collection method was done through a structured questionnaire. 153 customers were selected using convenience sampling methodology for the study. Descriptive statistics was used to present the data and correlation and regression analysis were employed as inferential statistics. According to the results Brand Image, Price, Referral Marketing, Product Quality, Communication, Environmental Friendliness have a direct impact to the attitudinal brand loyalty in decorative paint industry. But the Availability does not have a direct impact to the brand loyalty in the industry. Companies can use research outcomes in order to increase their brand loyalty and reduce cost in retaining customers.Item The Relationship between Customer Loyalty and Value Added Services in Mobile Telecommunication Service Industry in Sri Lanka(Department of Marketing Management, University of Kelaniya,Sri Lanka., 2017) Madushani, Y.B.N.; Herath, H. M. R. P.The objective of this study is to examine the relationship between Value Added Services and Customer loyalty in mobile telecommunication industry in Sri Lanka. The research was carried out as a descriptive study. As a pre approach to the research a comprehensive literature has been introduced in the second chapter. According to literature reviewed, a conceptual frame work has built for the study. The third chapter is describing how the whole research has been carried out. This study was conducted in five mobile telecommunication network in Sri Lanka. Data were obtained from questionnaire from a convenience based chosen sample of selected 75 subscribers of the mobile telecommunication industry in Sri Lanka.In this descriptive study, the researcher described the degree and type of value added services adopted by the mobile telecommunication service and degree of relationship between customer loyalty and value added services developed by the mobile telecommunication service providers in the Sri Lanka. The findings indicate that results could statistically confirm there is relationship between the Value Added Services and customer loyalty and Value added services most important to the customers for their lifestyle.Item Studying on Factors Affecting Customer Loyalty in Motor Bicycle Market in Sri Lanka(Department of Marketing Management, University of Kelaniya, 2017) Niluka, P.S.; Kumara, W.D.Increasing number of motorcycle brand in circulation led to a very tight competition in the motorcycle market, particularly in the type of motorcycle. This makes the consumer faced with various choices of brands, so the motorcycle manufacturers need to know the tastes and desires of consumers to create and sell a motorcycle can be favored by consumers. The purpose of this study was to determine which factors basically affect for customer loyalty in two wheelers industry in Sri Lanka. The survey was conducted during November 2016 among the people in Colombo district using questionnaire to gather primary data. The Sample size of this survey is 100 respondents form the selected areas of Colombo district who are entitle to the age limit of 18 – over 60 and who use or has motor bicycles in Colombo Districts.. Descriptive and inferential statistical methods such as mean, standard deviation and correlation were used to analyze the data. Analyses were done using the SPSS for Windows (Version 23) software and MS Excel. The hypotheses which were tested based on the Price, Features, Performance, and Brand image and after sale services and all these hypotheses were accepted. Therefore it can be concluded that all those these factors influence on customer satisfaction and loyalty on two wheeler’s market in Sri LankaItem Impact of Social Media on Brand Loyalty: A Study of Telecommunication Companies in Sri Lanka(Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka, 2016) Herzallah, F.M.F.; Jayarathna, L.C.H.The mobile telecommunication sector in Sri Lanka is very much competitive and this competitive trend is increasing. The subscribers now have various alternatives to choose according to their convenience. Therefore, to maintain the leading position in the market, mobile operators have to identify the factors related to customer satisfaction and loyalty. This paper aims to investigate the relationship between brand community presence on social media platforms and its impact on consumer brand loyalty while empirically analyze the ability of a brand to constantly interact with consumers on social media, and its impact on their loyalty. The study as a causal research will be conducted to understand the significance and impact of social media of telecommunication companies in Sri Lanka on Facebook on customer loyalty on the online platform. Accordingly, brand community and interactivity will consider as the independent variables where brand loyalty be the dependent variable in the conceptual model of the study. The population of the study is represented by the customers of mobile service providers working in the Sri Lankan market (Dialog, Moabitel, Etisalat, Airtel and Hutch). This study will contribute to determine how the social media platforms shape brand loyalty online and to what degree they are effective in making consumers forever be faithful to the brand. Hence, the study will provide a valuable contribution to the mobile service providers in Sri Lanka for decision making on their brand loyalty.